Role of Service Mentality in Inbound Call Centre Industry

Posted by Alexis Powell on December 5th, 2016

In today’s inbound call centre industry, almost every company has to face tough competition. Even certain government agencies need to compete with the private sector. The need to focus on services is even greater because one of the best weapons to fight competition remains great customer service. It won’t be an exaggeration to say that customer service is what helps an organization stand out from the rest. In inbound call centre industry, customer can get the same or similar product or service at the same price from a number of competitors, so what induces customers to do business with your company rather than the competition. The answer is – how they are treated. Great customer service is the tie breaker. It is the added value that gets the business for your company; that is what creates sales that result in the profits that pay for job, including your job. Now, let’s talk about what is needed to give great customer service. A high-performing customer contact employee requires a certain mindset, a service mentality and that is what we are going to discuss in this article. Make it a goal to become aware of all service mentalities and implement them in your professional life. Becoming more aware is the first step towards more effective customer interactions and implementing them in your day to day interaction with customers will bring more positive results. Read on the article to know what it is that is required to excel in customer relationship service.   

The first thing that a customer contact employee must have is empathy. Empathy is having the capacity for understanding, being aware of and being sensitive to the feelings, thoughts and experience of a customer. You probably talk to a lot of people every day. We need to guard against becoming hard and callous to people’s problems. Customers need to feel and hear that we care first. There is an old saying, “Customers don’t care what you know until they know that you care.” Customers want to know that you have the capacity to see the problem from their point of view and more than words, a caring tone of voice allows the customer to hear your concern. A key ingredient of having service mentality is empathy. One of the best customer interactions happens when a customer feels that he or she has been listened to and understood, no matter how large or small the customer’s problem is. Empathy is an essential service mentality.

The other thing that customer contact employee must have is enthusiasm. Enthusiasm is all about bringing an observable high level of energy or interest to a project or situation. The level of enthusiasm people exhibit is a critical component to how the world precedes them as being able or willing to help. Enthusiasm influences a person’s effectiveness in the service position. Now you might think to yourself well sure it would be easy to be enthusiastic if I were really excited about what I am doing for a living, well typically that is not how it works. People who are truly enthusiastic don’t discriminate between their activities. They tend to bring high energy and positive emotions to whatever activity they are doing. Think of the most enthusiastic person you know. Chances are that this person seems to make whatever he or she is doing at the time seemed fun and you know that because you can observe it and it is openly expressed. A person can be excited, energetic or positive about something but until it gets expressed, it is not observable.

If you want your business to grow exponentially, it is important that you start taking care of your customers. Make it a point to educate your customer contact employees about empathy and enthusiasm; if that cannot be done then hire the services of an reliable inbound call centre to take care of your customers and see the difference.